Flexible Working Toolkit

Handle requests confidently, consistently and in line with current UK legislation

A practical toolkit for SME owners and managers who need to assess requests fairly, document decisions properly and reduce the risk of tribunal claims.

Since flexible working became a day-one right, employers are receiving more requests than ever before. The challenge isn’t receiving the request — it’s knowing how to assess it fairly, what evidence you need, how to document your decision and how to avoid discrimination claims.

This flexible working toolkit provides a practical step-by-step framework that takes you from receipt of a request through to the final outcome and appeal process.

Managing Flexible Working Requests Isn’t Just About Following a Process

Since flexible working became a day-one right, employers are receiving more requests than ever before.

The challenge for most small businesses isn’t receiving the request. It’s knowing how to assess it fairly, what evidence is needed to support a decision, and how to avoid discrimination risks.

Many managers are unsure:

✓ What the law requires them to do

✓ When a request can legitimately be refused

✓ How to assess the impact on the business

✓ What evidence they should gather

✓ How to document their decision properly

✓ How to handle an appeal

TThis flexible working toolkit provides a practical framework, editable templates and manager guidance to help you handle requests confidently, consistently and in line with current legislation.

How This Flexible Working Toolkit Helps You

This toolkit gives you everything you need to manage flexible working requests from receipt of the request to dealing with an appeal.

It will help you:

• Understand your legal obligations
• Assess flexible working requests consistently
• Hold structured discussions with employees
• Balance business needs with employee requirements
• Document decisions clearly and fairly
• Communicate outcomes professionally

Why This Flexible Working Toolkit Is Different

Many flexible working resources (including government guidance) explain the law. Few explain how to make a decision when you are the person responsible for running the business. Such as:

• How to apply the law in real situations
• What to say to employees
• How to structure conversations
• How to document decisions properly
• How to protect your business if a request is challenged

This flexible working toolkit has been developed specifically for SME owners and managers and bridges that gap between legal guidance and real-world application. The toolkiy provides practical guidance, clear documentation and confidence that requests are being handled fairly and consistently.

Rather than simply providing template letters, the toolkit walks you through the entire process from receiving a request through to reaching and documenting a decision.

Unlike many flexible working resources, this toolkit includes:

✓ A 40-page manager guidance manual written specifically for SMEs

✓ A structured Manager Assessment and Decision-Making Template

✓ An Options and Alternatives Consideration Tool to evidence meaningful consultation

✓ An Impact and Evidence Summary Template to support decision-making

✓ Practical guidance on gathering evidence to justify a refusal

✓ Equality Act and discrimination risk guidance

✓ Appeal, trial period and review templates

✓ Editable documents and letters ready to use immediately

The Flexible Working Process

This Flexible Working Toolkit follows a simple step-by-step process you can apply to every request you receive.

Step One

Acknowledge Receipt

You stay compliant from the start by:

• Logging the request correctly
• Confirming receipt to the employee
• Checking eligibility and completeness

Step Two

Review

You are guided through how to evaluate:

• Impact on the business
• Operational requirements
• Any possible adjustments or alternatives
• Risks of approval or refusal

This ensures decisions are based on clear reasoning, not guesswork.

Step Three

Meet And Discuss

Meet and discuss the request:

You are supported to run a structured conversation that helps you:

• Understand what the employee is really asking for
• Explore alternatives if needed
• Ensure both parties understand implications
• Avoid miscommunication or informal commitments

Step Four

Make A Decision

You are guided on how to:

• Approve the request in full
• Approve a modified version
• Or refuse the request for legitimate business reasons

Critically, you understand how to justify your decision properly.

Step Five

Confirm In Writing

You ensure full compliance by:

• Provide clear written confirmation
• Explain any conditions or changes
• Ensure the employee understands the decision

What’s Included In The Toolkit

This Flexible Working Toolkit includes all the guidance and templates you need to manage requests effectively.

Clear, practical guidance covering: Employee rights to request flexible working Employer obligations and responsibilities How to assess flexible working requests fairly How to handle competing business priorities How to avoid discrimination risks How to make fair and consistent decisions How to communicate outcomes confidently

20+ Ready-to-use editable documents to manage flexible working requests from application to appeal including: Flexible Working Policy Flowchart, Checklist and Decision Making Guide Application, meeting, outcome, trial period and appeal letters Employee FAQs Handout Meeting agenda Record of decision template

The toolkit was last updated in April 2026.